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Public access to ICT: Another reason why libraries matter!

The Technology and Social Change Group of the University of Washington's Library School published its report of the five-year project exploring the impact of public access to ICT around the world.The results show the impact that public libraries and cybercafés have when it comes to promoting digital inclusion and the development of ICT skills, particularly for marginalised populations.Public access facilities bridge a number of digital divides. They broaden access to both ICT infrastructure and to information resources. For over half the users surveyed, libraries and cybercafés provided their very first contact with computers or the internet. For over a third, they continued to be the only source of access to the internet.The importance of empathyThe researchers explored in depth the role of ‘infomediaries' to users in Bangladesh, Chile and Lithuania. The findings showed that the ability of infomediaries to empathise with users is just as important as their technical skills. This included giving them confidence to learn and to understand often unexpressed or unformed needs.In-depth research amongst teenagers in Cape Town, South Africa showed that mobile phone internet access and public access computers were no substitutes for each other. Indeed, interviewees had very often developed elaborate practices which combined the use of public access and personal devices. The evidence shows that public access is not obsolete, even as mobile device ownership is growing. They continued to use public access for help from staff and simply to ‘be alone together' - a trend which is also emerging in newly designed academic libraries.RecommendationsAt a policy level the report calls for continuing support for public access to ICT, maximising the use of existing infrastructure.Librarians should:

adopt a flexible approach to rules such as limiting time spent on machines or noise levels